Chat script sample 

Scenario

1

Our reservation system is currently undergoing maintenance, please check back in 30  minutes. We are sorry for any inconvenience this may cause you. Thank you for your  understanding and patience. 

Tech errortimeer

2

We are so sorry to hear that you are facing an issue with the booking process. As a customer  service agent, I understand how important this is to you and there is nothing I want more  than resolving this for you.  

To fix the issue, here are some things you can try:  

1. Clear your cookies and cache, then try again. 

2. Try to use another browser or different devices. 

3. Try to switch to another card's type. 

4. Try other sites such as XXX, XXX 

5. If the tips above are not successful, we recommend you contact your bank for more  information, or please take a screenshot and email us at XXX, and our related team will do  the best they can to assist you.

Fail payment

3

According to Azul Linhas Aéreas Brasileiras, we must contact the airline to request the  cancellation of a ticket within 24 hours. Once we receive the refund from the airlines, we  will forward it to you with no service charge. 

Would you like me to contact Azul Linhas Aéreas Brasileiras to cancel your reservation?

Cancel Azul if the  cancellation is within  24H BR and the  

the departure date is 7  days ahead.

4

Most reservations are confirmed within a few minutes, but in some rare cases, due to airline  processes and technical requirements, the reservation confirmation can take more than 12  hours. 

After 12 hours, if your reservation is still not confirmed, a dedicated agent will check your  reservation with the airlines manually. Thank you for your patience. We will update your  order status via email as soon as it is confirmed. 

Pending Order

5

According to the airline's rules, it is not possible to get a refund for your booking in cases of  cancellation. Please note that we are required to follow the airline's rules for tickets booked  through our website. 

We are sorry for the airline's strict policy. As much as we want, we cannot deviate from the  airline's rules since we are just a third party. 

We do not want you to lose your ticket, so we would be more than happy to help you  reschedule your trip. If you have not decided on a new schedule yet, please kindly reconsider  and contact us again for us to help you with your new date.

Cancel Ticket Non Ref But change is  permitted.

6

According to the airline's policy, it is not possible to get a refund if you cancel your ticket.  We hope you understand that while tickets are booked through our website, we must follow  the airline's policy for refunds. We’re sorry if this complicates your travel plans, but we’re  happy to help you with any other requests you have! 

Cancel Ticket Non Ref

7

Thank you so much for making the payment. 

I will send this case to our ticketing team so they can proceed with the rebooking process. 

When the change has been confirmed from our end, we will send you a confirmation by  email of your new ticket.

Payment received for  rebooking

8

May I advise you to go to our website to check for flights that you see fit for your preference  and come back to us once you've made a decision.  

As we need a specific date to give you the best option with the best price. Please kindly note  that the airline must be the same as the original ticket.

Rebooking but pax is  indecisive

9

Regarding your refund concern. We are currently still working with the airline to request the  refund amount for you. Please kindly wait while our team try to get this resolved for you.  Your kindness and understanding is greatly appreciated. We will keep you updated as soon as  there's any response from the airline.

Pax complaint about  refund process //  

Refund delay from YY

10

After checking your reservation carefully and trying my best to proceed with your request,  we can see that the airline doesn't give us the option to do that.  

Therefore, we highly recommend you to contact the airline directly at …., using the reference…. for further and better  assistance.  

We recommend this because we would like our customers to have the best service possible  to avoid problems in the future. I hope for your understanding in this situation. 

Refer pax to YY

11

After checking carefully here, I can see that the reason for the price change is due to the  airline's updating of seat availability. The price can change from day to day or even hour to  hour. 

We hope you can understand that while tickets are booked through our website, this is the  cost the airline sets out. I really want to help, but I'm required to follow the airline's rules in  this case.

Pax complaints about  airline fee

12

If I were in your position, I would feel very frustrated as well. However, the service fee is  always applied in this case so we can improve day by day and give customers the best  service possible. (In fact, over 80% of our flights are cheaper than booking with the  airline directly. We also offer many benefits the airline doesn’t, such as, automatic check-in  and product, cancellation insurance, claiming refund free of charge in case of involuntary  cancellation by the airline,...).  

Even though I really want to help you further, as a normal customer service agent, This  is really out of our control. Therefore, I really hope for your kindness and your understanding  with me in this situation.

Our product fee is  higher than YY fee. 

Or 

Why service fee  

applied

13

The service fee is the fee that we charge for all communication with the airline. This applies  to all ticket changes and cancellations. The service fee may vary depending on the type of  request. As a booking agent, I am responsible for making the changes and communicating  with the airline, but I have no influence on company policy. 

Pax insist on our  

service fees

14

After looking carefully into your booking, we can see that we have escalated this case to our specialist, and we are waiting for the airline to respond.  

We understand your frustration with the process. That is why your case has been marked as  urgent across all systems, to make sure that this can be resolved as soon as possible.  

We apologize for the delay because this is not the experience that we wish our customers to  have. Our specialist will contact you via e-mail as soon as possible. Thank you for your  understanding.

Case already on  

support Queue and we  need to advise pax on  waiting

15

This is our alias email that we have created with the aim of protecting your personal  information and assisting you to filter out spam and advertisement emails. Any relevant  email regarding changes in flight or cancellation will be forwarded to your registered email  with us. Furthermore, this will assist us with schedule changes; if the airline makes changes  to your booking, we can take action accordingly in a timely manner.

Passenger concerning  about alias email. 

China Airlines or any 

16

We understand you want to find your flight on the website, however, sometimes the booking  can’t be 

seen because it’s booked by a third party. Don't worry, your booking is confirmed. All you  need to wait until departure and enjoy your flight! 

Also, please make sure to print out your boarding pass, as doing this at the airport will cost  you a fee.

airline's bookings  

(GDS) cannot be  

found on airline  

website. (PLEASE  TRY ALL  

POSSIBILITIES such  as decapitalize or  

capitalize the  

surname, remove  

space in-between,  remove any special  character or accent, 

17

I realize how upsetting this must be for you. But please know I'm here to assist you with  everything I can. I will continue to try my best to resolve your problem, however, please remember to use  the language we need to communicate about the issue and not words which can be mean or  hurtful. If we can’t talk professionally with each other, then we will have to start a new chat with a  different agent.

Abusive language.

18

Now that we have checked, we can see that your order could not be completed due to a failed payment attempt. I’m sorry you have to deal with this. In case the amount was blocked from  your account, please wait up to 72 hours for the amount to be released. If your money is still  blocked after 72 hours, please reach out to us and we will check for you. In the meantime, you can contact  your bank to see if there is an issue. Thank you so much for understanding..

Time out (under 72  hours)

19

Thank you so much for your patience. After trying our best to check the  waiver/exception/grace policy of the airline, we regret to inform you that the airline does not  offer any waiver for your situation. 

In this case, we are required to follow the airline's policy for cancellation.

GDPR cxl but no  

waiver, have to follow  fare rule.

20

It is a normal process for the airline once your ticket is booked via a third party. When you  contact us, we have to strictly follow their policy and provide it to you on their behalf. Since  this ticket is owned by them, only (airline name) can make an exception for you. We are willing to help you but we cannot proceed further without their authorization. 

If pax said yy  

redirected to us for a  request that need to be  done by yy.

21

Thank you so much for your patience. Now that we have checked, we can request that the  airline gives you a refund. In this case, we would have to cancel your flight and send you an  email to collect relevant documents to support your refund claim. Please note that the refund  is not guaranteed since it depends on the decision from the airline. Would you like to  proceed? 

If pax agreed: Thank you so much for your confirmation. I will cancel your order and send  you a confirmation email. Please make sure to provide the necessary documents within 5  business days for us to cross-check with the airline. Again, we are truly sorry for your  situation.

Cancel due to GDPR.

22

Thank you for your patience. 

I have done my best to verify the information of your flight and at the moment, there has  been a change performed by the airline and fortunately, we do have a team specialized in  handling these kinds of requests. Therefore, to make sure you got the best assistance, please  allow me to transfer you to them. 

Please note that the team is experiencing a higher volume of interaction than normal, so it  can take a few minutes, apologies in advance for the waiting and we are grateful to have you  as our customer.

(SC) Transfer to SC

23

Upon checking here on the system, I can see that the amount of XXX has been collected  under our name; however, rest assured this is not an additional amount we collected but, in  fact, for your order, the payment process is split into two separate transactions; one charge  from us and another one from the airline itself, but if we were to combine the two  transactions, that would constitute the total payment of the whole order itself. 

I apologize, in advance, in case this may bring some confusion but rest assured that your  safety and satisfaction are our paramount priority and we are always transparent, especially  when it comes to payment related issues. 

In case if you have any other issues, please do not hesitate letting me know,

CC2C order - paym  split 

24

Thank you for your patience on the matter. 

Regarding this, I can see that our team is working with the airline to get the refund on your  behalf; however, since the process is also pending on the airline's action and at the moment,  we are still waiting for the refund from them. 

As for the timeframe, unfortunately, I won't be able to give you a specific estimated time  since airlines can have different handling times, but we will do everything we can on our  ends to make sure you have the refund as soon as possible.

Refund Delay

25

After checking carefully here, I can see that you haven't verified your flight with Ryan Air Ryanair have an extra step to their booking security and safety process, so we want to make  you aware of exactly what you need to do in order to be able to check in online and manage  your booking on their website 

https://www.ryanair.com/gb/en/lp/check-in Please kindly access the airline's website Input your reservation number: XXX 

Your email: XXX 

And then do the verification process as required by RyanAir. 

After finishing with the verification process, please kindly get back to us for further  assistance regarding rebooking.

Advise pax to verify  on Ryanair website

26

Firstly, I'm terribly sorry to hear that you have to deal with this payment issue. However,  after checking carefully here, I can see that the additional amount you have been charged is a  currency conversion fee from your bank. 

Some banks charge the customer a currency conversion fee when the customer uses their  card and pays in a foreign currency. Please be advised that this is the bank's fee and not our  fee. 

We do not charge any extra fee when the payment is done. Therefore, we highly recommend  that you contact the bank for further information in this case.

Currency conversion  fee

27

Regarding information about VISA, I highly recommend you contact the airline or your local  embassy directly for the most secure information. 

There are different travel policies for each country, and as a travel agency, we are not able to  know all the information regarding travel policies around the world. 

We recommend this because we would like our customers to have the best service possible  to avoid problems in the future. I hope for your understanding in this situation.

Pax asks if VISA  

needed for pax's  

booking

28

To proceed with your request, I need your passport details. Please fill in your details below:

- Passport issuing country 

- Passport number 

- Passengers nationality 

- Expiration date 

- First name 

- Last name 

- Date of Birth 

- Gender

Ask for passport  

details

Refund Delay

I acknowledge your frustration but we already provided all the information we have. I regret that I  will need to disconnect this call, which is inevitable due to many other customers waiting in our  queues. We are doing our best in order to get your refund. Therefore I'm going to disconnect the call,  thank you for understanding." (DISCONNECT).

The customer keeps  

pushing back after the  agent has repeatedly tried  educating the customer in  regards to their refund  delay. (at least 3 times)

Refund  

prioritization

While we absolutely understand your concern, we have no influence over the airlines' prioritization  from our end as they work with an extremely increased workload as well and have their own  priorities to meet. As a result, the only option is for us to wait for the airline to finalize our request.  Your patience is highly appreciated.

Still wait for the airline

Refund  

waiting from  YY

Thank you for your patience. I apologize for the refund delay. I would like to advise you that we have  already requested a refund from the airline. We, too, are waiting for reimbursement from the airline,  just like you are. Trust me, once we get our airline reimbursement. We will issue a refund as soon as  possible. 

We appreciate your efforts and understand it is your hard earned money. However, our team is also  coordinating with the airlines and personally I would also escalate from my end once to check and  accelerate the process. The refund time frame from the airlines is not certain. Due to high volumes of  refunds to be processed it sometimes takes much more time to process.

Still wait for the airline 2

Only one pnr  has been  

refunded  

until now

We truly understand your concern, and we assure you that all the necessary actions have been taken  from our end for both/all of your tickets. The reason why you have not received the refund for the  ticket/pnr(LCC) ##YY## is because we cannot start processing a refund until we have received the refunds from the airline. You will be notified via a separate email as soon as the rest of the amount has  been refunded.

When will I get my refund  for the other ticket?

Conflict of  

information  between  

airline and us

If you were informed by the representative of the airline company that you are entitled to a full  refund, please ask them to insert a note in your booking with the authorization code.

The airline said I can have  a full refund, why are you  saying I can't get a full  refund?

Legal actions

We totally understand your point of view, however, we would like to assure you that we have already  taken all the necessary actions regarding your request and no further actions are required from your  side.

I will sue your company

Compensation 

If related to YY policy: 

While we may understand the reason for your request, we do not have the authority to handle any  compensation-related requests. If you believe that you are entitled to compensation due to the  situation that has occurred you may contact the airline directly to officially submit your request. You  may find more information on the airline's website.

Will I get a compensation?

If related to service provided by ETG (for mishandle only): 

Please accept our sincere apologies for this hassle. While we may understand the reason for your request, we do not handle any compensation-related requests over the telephone. You may submit your request through our contact form, and our Customer Relations team will investigate and reply accordingly. 

Please take into consideration that, due to increased volumes, it might take some time until you receive a response.

Frustrated  

Customer

"Mr. XX, I understand you would like to speak to a supervisor but I assure you I have the authority to  answer your questions. I don't want you to have to hold and I don’t want to create false hope. I will  have the same answer for you that you will hear from a supervisor, namely that the latest information  on your refund can be found directly on our website. Simply log in to your account on our website by  clicking "My Bookings", which you can find in the top right corner."

The customer is asking for  a Supervisor

Asking the tkt number to assist.